Managing the In-House Network Infrastructure for the worldwide locations of the company

• Management and monitoring availability for Network/Server Infrastructure for a leading US chain of hotels.• Check Availability, Health and Performance of Network devices and Servers through dedicated tools.• Monitor alerts, create/escalate incidents upon critical/warning status as per priority scope.• Troubleshooting CPE issues related to the Physical layer.• Troubleshoot Routing/Switching configuration and effectiveness.• Check bandwidth consumption/traffic flow on WAN/T1 links.• Work with the Telco’s (AT&T, Verizon, Sita, Hawaii, TW Telecom, Sprint, etc) to isolate and resolve critical issues on Service Provider’s end.• Restart / Reload of equipment, system or services as per the business need.• Taking initiative in opening bridge for Management & various support teams for resolving an incident based on the impact and severity and leading the same.• Deliver assigned tasks within stipulated SLAs while working on multiple network changes / outages simultaneously.• Co-ordinate with remote sites and data centers and keeping them updated.• Maintain contact with field support engineers to ensure repair procedures are followed and update customer with the status of field repairs.• Determine when a hardware-related problem requires on-site service dispatch.• Keep the ticket up to date with all the additional information and work that’s been carried out. Escalate tickets to L2 Network Team when required.• Monitor and Rectify Windows Server performance parameters (Disk Utilization, Physical Memory Utilization and CPU Utilization).• Perform RCA for incidents and communicate rectification steps accordingly.• Update RFCs (Request for change) for Downtime to avoid false alarm monitoring.• Document Network Security Data Report on a daily basis in order to keep track of recurring issues and inconsistencies in the Network Structure thus avoiding further Network Outages.

I have worked as a freelancer 3D Visualizer which involved drafting 2D layouts based on initial structural planning and further development of the same in 3D structural model in order to synthesize and visualize the actual appearance of an architectural, mechanical, electrical structure before its construction and assembly in order to study the aesthetics and dynamics.

Job Responsibilities –• Inbound Customer Service Associate for Capital One Auto Finance (US)• Providing resolution to the customer related to their vehicle loan queries• Assisting the customers with payment either by Credit or Debit card• Assisting the customers with online payment through company website• Resetting Online Password, Security Questions and helping with online issues• Explaining the transaction if a customer have any doubts about their transactionsManagerial Responsibilities –• Worked as an OJT Mentor for trainee batches• Knowledge Transformation to the New Trainees• Helping the OJT batches learn the process and graduate on to the floor.• Floor walking for knowledge transformation• Monitor and ensure that the trend of the team's performance and goals of the organization are same• Driving First Call Resolution for better customer service which is one of the primary objective• Escalation and follow-up of cases requiring further action• Team Support Executive and Quality Analysis of the team’s performance to ensure that a WIN-WIN equation is established with the customers• Attrition control and associate counseling.• Drafting weekly and monthly Performance Reports (Quality scores and AHT)• Attending the Daily Management Pull up with Client for smooth business planning and executionAchievement – Received Pragati award for Innovation and Excellence by modelling a Microsoft Excel based tool for monitoring AHT on a daily, weekly and monthly basis in order to track and report performance of individual associates. The modeled tool was responsible for extracting AHT of individual associates from theRaw data generated on the client database. The database consisted of start and end time of each and every call taken by an individual and the extractor assorted the data in the form of AHT for an individual, team-wise, daily, weekly and monthly and reporting of the same.